Director, IT Support Services
Core
Lead global IT Service Center and Workplace Support teams, delivering reliable 24×7 support and owning the service strategy and roadmap.
Role type
Director, IT Service Management & Workplace Support
Builds
Enterprise IT service management standards, automation, self-service, and AI-assisted support capabilities
Domain
IT Service Management (ITSM), Workplace Support, Global Operations
Required skills
IT service management, operational performance, stakeholder management, service transformation, global team leadership, M&A support, NOC management, digital employee experience tools, XLA-based measurement
Preferred skills
ITIL 4 certification, ServiceNow ITSM expertise, request automation, virtual agent capabilities, transition service agreements management
Technologies
ServiceNow, ITIL 4, XLA
Responsibilities
Lead global 24×7 IT support operations across multiple regions; Define enterprise IT service management standards and key measures; Drive automation and AI-assisted support; Manage support readiness for M&A and colleague lifecycle events; Lead multiple teams through managers and team leads
Seniority
Director, strategic leadership & multi-team management
